IT Service Desk: Customer Service Fundamentals

Introduction

• Welcome
• How to get the most value out of this course
• What makes service desk customer service unique?

1. Anatomy of a Contact

• Contact greeting and validation
• Contact investigation and diagnosis: Close-ended questions
• Contact investigation and diagnosis: Open-ended questions
• Contact investigation and diagnosis: Probing questions
• Contact investigation and diagnosis: Confirming questions
• Contact resolution
• Contact closure

2. Customer Service Tasks

• Placing a contact on hold
• Hold: The DATE process
• When to use mute
• Escalation procedures: Why
• Escalation procedures: How
• Transfer procedures

3. Language and Professionalism

• The value of building rapport with customers
• Building rapport over the phone, part 1
• Building rapport over the phone, part 2
• Building rapport through writing: Style
• Building rapport through writing: Tone
• Building rapport through writing: Words
• Building rapport face-to-face
• Refining our message
• How to effectively manage conflict

4. Common Help Desk Customer Service Situations

• Recovering unsatisfied customers
• Learning how to redirect customers
• How to say no without saying no
• How to say no: the steps
• Customer behavior profiles: Impassioned
• Customer behavior profiles: Combative
• Customer behavior profiles: Chatty
• Customer behavior profiles: Timid

Conclusion

• Next steps